TEN Lab IT Support Lead — Critical Incident Response

NewGen Technologies; Arlington (VA); On-site; USD 100,000 - 150,000; Full time

Job summary

NewGen Technologies in Arlington, VA, seeks a TEN Lab Manager to lead onsite IT support for a civilian government customer. You will serve as the first help desk, assist with user onboarding, manage tickets, and support lab infrastructure and security procedures.

The role requires DoD clearance, strong customer service, and hands-on MacOS/iOS support across office and lab environments. Collaboration across locations is essential.

Qualifications

• U.S. Citizenship is required.
• Active DoD Secret clearance; TS/SCI preferred.
• Ability to obtain DHS Suitability.
• 3+ years of IT Helpdesk support experience.
• 3+ years of MacOS and iOS support experience.
• Strong problem solving and collaboration across locations.

Responsibilities

• Serve as the first level Help Desk for TEN Lab systems and accounts.
• Assist new user setup of equipment, accounts and tools.
• Respond to user requests via email, walk-ins, phone calls, or other channels promptly.
• Create and maintain accurate tickets for Help Desk activities.
• Maintain asset records and inventory accuracy with Asset Management.
• Support deployment of new technologies and lab equipment.
• Provide systems administration support including patching and network maintenance.
• Develop and advise on lab SOPs and policies.

Skills

Help Desk support

MacOS/iOS support

Asset management

Ticketing systems

VPN/Citrix/VMware

Lab SOP development

Education

BS Computer Science/Engineering/IS or related degree

HS Diploma + 3+ years relevant experience

Tools

NetApp ONTAP

Active Directory

PowerShell

Job description

NewGen Technologies in Arlington, VA, seeks a TEN Lab Manager to lead onsite IT support for a civilian government customer. You will serve as the first help desk, assist with user onboarding, manage tickets, and support lab infrastructure and security procedures.

The role requires DoD clearance, strong customer service, and hands-on MacOS/iOS support across office and lab environments. Collaboration across locations is essential.